Eero 6 no ip address

[Shadds1]

Talk talk switched off my copper to 'upgrade' to fibre with eero6  3 days on hold being lied to / fobbed off .. The old turn your eero for 20 mins thing.. of course after thst it doesn't work and you have to go through the while process again. How may times have I been asked to reboot the eero and make sure the cable is in. ..crazy..  my stress levels they won't even take the advice on these help pages.. 

[Michelle-TalkTalk]

Hello,

I'm really sorry to hear this and I hope everything goes well with your new ISP.

Thanks

Michelle

[DJI_MINI_2_SE]

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@Shadds1 wrote:

Oh so it's my fault for accepting the upgrade . .wow 

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That is not what i said,  you said  "I was out of contract when Talk Talk decided to upgrade and since then no service" talk talk didn't "decide to upgrade"  they offered you and upgrade to full fibre and you accepted its the way you are wording this i have picked you up on i am not saying its acceptable you have been left with no service but can i again point out (from my last post)

"You do realise if you cancel the problem will still exist and your new ISP may be in the same situation TT are in now"

This may leave  you without internet  for even longer. 

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[Shadds1]

Oh so it's my fault for accepting the upgrade . .wow 

If you think this acceptable then fine thats your opinion. 

[DJI_MINI_2_SE]

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@Shadds1 wrote:

Hi .. I was out of contract when Talk Talk decided to upgrade and since then no service.

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@Shadds1 wrote:

I was out of contract.. talk talk offered me a new contract to full fibre.

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See how differently those two quotes read?

They didn't decide to upgrade they offered you Full Fibre and you accepted 

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@Shadds1 wrote:

no service on fibre under the new contract. 

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That is normal they dont run both services side by side, why include it as a negative in your post.

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@Shadds1 wrote:

Still no broadband. I have cancelled tye contract under the 'cooling off' terns..  even then Talk Talk have delayed this till January. 

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You do realise if you cancel the problem will still exist and your new ISP may be in the same situation TT are in now.

[Shadds1]

I was out of contract.. talk talk offered me a new contract to full fibre. My copper was switched off, no service on fibre under the new contract. No resolution plan, poor tech support, poor customer care. Still no broadband. I have cancelled tye contract under the 'cooling off' terns..  even then Talk Talk have delayed this till January. 

[DJI_MINI_2_SE]

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@Shadds1 wrote:

Hi .. I was out of contract when Talk Talk decided to upgrade and since then no service.

Think yesterday was about 17 December. 

Please don't waste your time I can go with another ISP

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So you were out of contract and TT decided to upgrade you to Full Fibre without your consent or you  entering into a new contract that doesn't make any sense at all.

[Shadds1]

Hi .. I was out of contract when Talk Talk decided to upgrade and since then no service.

Think yesterday was about 17 December. 

Please don't waste your time I can go with another ISP

[Gliwmaeden2]

If there's no service it's obviously Talktalk's fault, but if they roll back to a copper service, it's not clear what stage you were previously in that contract, @Shadds1.

If not yet out of contract, early termination fees would be normal. 

If Talktalk messes up completely, and you give them time to sort it out, and it can't be sorted, then those fees are waived.

I'll re-escalate this for staff attention  - it's obviously very complicated. 

Please wait for them to reply  - they won't be on here over the weekend, and each follow up post is pushing the thread back in the queue. Once I have re-escalated it, look out for their response first.

[Shadds1]

I have a applied for cancellation with the cancellation dept. They can't even cancel my account till January

You need a plan to restore a connection . Reading through this should show you I have been more than patient in trying to resolve this issue. Talk Talk have no plan to restore my service thst does not involve home hardware. 

I feel after your post I will need to refer this issue to OFCOM. Termination fees??? You need to offer a service to terminate from in the first place  

[Gliwmaeden2]

Cancellation cannot be done through the forum, @Shadds1.

If you are moving to another company, you could try One Touch Switch, but the fundamental issue of why your connection is not working still needs to be addressed  - in the end with the same engineering companies. 

You'd also still need to discuss waiving early termination fees.

Usually compensation is sorted out only after an issue is resolved, ie with the same company. 

One way or another you'd have to phone 03451 720088. 

https://community.talktalk.co.uk/t5/Articles/Cancel-your-TalkTalk-service/ta-p/2204737

Don't use Chat for this as, if you do leave, they still have to finish off the process with a phone call, which you might miss etc.

[Shadds1]

TALK TALk _ i give up.  Even cancelling my account is near impossible. 

Please consider me as an ex loyal customer. 

[Shadds1]

I tried the new eero6 _ of course it did not work, I can't remember how many times I have told you the issue is not the home hardware. Still no broadband supply to my house. Actually could not imagine a worse way of treating a long term customer. I really do not see any choice I have other than cancelling my contract. I will phone again in the morning to cancel please do the decent thing and honour my request this time. I have given you so many chances to redeem yourselves, you have failed miserably on every occasion 

[Shadds1]

Hi yes I did, and it did not work. I told your tech support this. Some tech support so i will not work anyway, some tech support and customare care say it should work. This is one of the reasons I doubt its the eero6 router. So many of your customers with the same issue just look on your own help pages _ no outcome has been fixed with new home hardware. 

[Chris-TalkTalk]

Could I just ask, did you test with the router that you had with your old service, before the upgrade?

Chris

[Chris-TalkTalk]

OK, I'm sorry to hear that you're thinking of leaving but I can understand your frustration.

Chris

[Shadds1]

Hi _ we are away from home till late 26th. I will try this then. However I think even if it does work I will probably continue with my cancellation 

[Chris-TalkTalk]

I can see that you've received the new eero, have you had chance to test it?

Chris

[Shadds1]

So your customer care rep rells me its an eero issue as CityFibre have tested the line _ so you are ordering a new

Eero.. we all of course we know its not an eero issue _ even the engoneer that called to the house said it isnt. Then later in the day I get a phone call from customer care telling me that city Fibre haven't carried out any tests and you will phone me back today with an update. No update from yourselves.

You have finally broken me _ I really can't cope with this any longer. If no update tonight I am cancelling my talk talk contract tomorrow . 

[Shadds1]

Your customer rep person called,  now it is assumed there is an issue with the erro modem, will take 3 days to deliver another one. No Internet till after Christmas at least. I doubt there is an issue with the eero _ this is clutching at straws. No attempt at creating a new routing profile.  Honestly this level of service I didn't think can get worse.  The only option for me is to wait for the new eero when that does not work I will go with Fusion or BT.  Thanks a bunch Talk Talk 

[Debbie-TalkTalk]

HI @Shadds1 

Apologies for this.

I've just passed this message onto my colleague in the faults escalation team and asked them to make contact again ASAP.

Thanks